Fifth annual Customer Voices in Healthcare report reveals that organizations using conversational AI have reduced customer friction by 28%
INDIANAPOLIS, September 12, 2024 /PRNewswire/ — Authenticx, the new standard in healthcare that enables customer listening at scale, has released its Healthcare Customer Voices Report 2024The fifth edition of the report highlights the impact of conversational data and how AI is unlocking the power of this data source to transform healthcare processes, reduce customer friction and deliver positive experiences.
“As we analyze our customer data year over year, we see the positive momentum healthcare organizations are experiencing in leveraging conversations to hear the truth and solve real business problems. Conversational AI is a powerful tool that helps healthcare leaders identify frustrations, improve experiences and reduce costs,” he said. Amy BrownFounder and CEO of Authenticx. “Customer conversations are a treasure trove of raw, renewable insights that organizations can use to make strategic decisions, achieve business goals, and improve patient care.”
This year’s report highlights ways healthcare companies are using AI-enabled conversation data to improve business outcomes like customer retention, first call resolution (FCR), agent performance, and customer experience. One way healthcare is improving customer experience is by using conversation data to identify and measure customer friction with Vortex effect™.
By analyzing over 300 million healthcare conversations using 15 proprietary AI models, Authenticx explored how customer friction impacts patient care and identified several key findings:
- Organizations that leverage conversational AI reduced customer friction by 28% compared to the average Eddy Effect™ in 2021.
- About 46% of Eddy Effect™ calls were attributed to delayed or failed care. Other major sources of friction included agent time and negative customer attitude.
- The most significant events causing delays in patient care include: form submission, prior authorizations, and technology issues.
According to the report, healthcare’s administrative burden is adding complexity to an already complex industry. This is creating a burden of process oversights, errors, and duplication of effort. However, conversation data has the power to transform the industry. As Authenticx continues to invest in conversation data analytics, the insights shared in the Customer Voices Report will continue to reveal the complexities of the healthcare business landscape and how voice can be a powerful source of data to transform healthcare.
“The impact of AI on healthcare is palpable, and we’re just beginning to break down the barriers to further understanding,” Brown said. “Combining AI insights with human expertise will only lead to greater efficiency, customer retention, and groundbreaking care as we continue to innovate.”
To read the whole thing Customer Voice Report 2024 and learn more about how Authenticx is harnessing the power of everyday conversations with AI built for healthcare, visit Authenticx.com.
About Authenticx
Authentic is the new standard for humanizing conversational intelligence in healthcare by analyzing millions of customer interactions (such as voice, chat, or email) to generate engaging and intelligent insights at scale. Authenticx was founded to aggregate, analyze, and activate customer interaction data to reveal transformational opportunities in healthcare. Using existing data that is likely being stored and ignored within your organization, Authenticx reveals hidden barriers, drivers, and strategies so healthcare organizations can make confident, data-driven decisions. In 2023, Authenticx was ranked 349th on the Inc. 5000 list, recognized as one of the best in America and Indiana fastest growing private companies.
Media contact:
PANBlast on behalf of Authenticx
Tori Klimczak
[email protected]
317.806.1900 ext. 179
SOURCE Authenticx
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